Setup your ITSM 

Before starting your work with ITSM of your SimpleOne solution, at first, set the basic information about your IT infrastructure.

  1. Users
  2. Groups
  3. Service Catalog
  4. Service Specifications, Known Errors Database, etc. (Knowledge Base)
  5. Configuration Items (CMDB)

Role required: admin.

Create Users

Create User records of the SimpleOne solution to make them manage your ITSM processes.

Create User Groups

Create Groups and assign users to them to perform the ITSM tasks and manage processes in groups.  approving change requests, resolving incidents, receiving email notifications, or performing work order tasks.

Set the Configuration Database

Create your Configuration Items (CI) such as IT service components required for proper service delivery in Configuration Management Database (CMDB). 

Within the CMDB, determine the following configuration records:

  • CI Types - determine CIs business logic with their types;
  • Configuration Items - identify IT Services and their components required for service delivery;
  • CI Relationships - specify types of interactions, and dependencies between CIs.

Set the Knowledge Base

Within Knowledge Base, specify IT Services with specifications, SLA documentation, or content items of other sorts. This information is available for the SimpleOne end-users as external service specifications.

Within the Knowledge Base Dictionary, determine the following components and attributes of the content items:

  • Content DB - determine the databases for Knowledge Base content items storaging;
  • Content Category - create the category definition for Knowledge Base items for further categorization as Known Errors, Articles, etc.;
  • Content Item Class - create the classes that define the content item purpose and application area (external/internal);
  • Content Type - define the possible types of your future content items, uch as simple articles, references, or others.

Set the Service Catalog

Create and descibe your IT Services within Service Catalog. Service Catalog Management grants your customers actual information and details about provided IT Services and their statuses.

Within Service Portfolio, describe your services with all the needed information:

  • Service Type - define types in purpose for services categorization;
  • Service Specification - specify your services with specifications, SLAs and other content items of the Knowledge Base.

Set the Knowledge Base

Within Knowledge Base (KB), specify IT Services with specifications, SLA documentation, or content items of other sorts. This information is available for the SimpleOne end-users as external service specifications.

ITSM Workflow

Logging

Within SimpleOne, you can log your ITSM entities by inquiries received from users via phone call, e-mail, or self-service portal.

Learn more about creating a Self-Service Portal.

Inquiry

Inquiry is a high-level entity that can be converted to the request of the other type (Incident, Problem, Change Request, Request). 

  1. Navigate to Inquiries → Unprocessed.
  2. Enter the desired inquiry, and fill in the form:
FieldDescription
NumberAutomatically filled with unique inquiry identificator.
Contact Type

Specifies the type of user contact used for inquiry activation with the following options:

  • Phone;
  • E-mail;
  • Self-service.
Caller

Determines an employee initialized the inquiry.

To fill in the field, follow the steps:

  • Click the magnifier icon;
  • Select a record from the employee list;
State

Select on of the following options:

  • Unprocessed;
  • Processed;
  • Droped.
Urgency
Related Ticket
Subject
Description
Related Problems



Ticket creation

ITSM-ticket types:


To made a transformation "Inquiry → Other request", follow the steps below:

  1. Navigate to Inquiries → All;
  2. Open the inquiry you need to convert;
  3. Click the Create Incident form button at the top of the page;

Manual creation. Navigate to the ticket creating form ...description... how to create .... what was created

States: Registered.

Identification

Categorization and prioritization are basic identification procedures and 

Categorization

According to the best ITIL practices, it is crucial to categorize a problem defining its priority and specifying the related information. Use the Problem form to create or update the problem and to establish relationships with related records.

...description... how bad is it? impact, urgency

Prioritization

A priority identifies the importance of a problem. It depends on the Impact and Urgency values and according to the priority matrix. ...description... how fast should be solved 

The priority matrix

Impact / UrgencyLowMediumHighVery High
LowLowLowModerateHigh
MediumLowModerateHighCritical
HighModerateHighCriticalCritical
Very HighCriticalCriticalCriticalCritical

Assignment

user responsible

Push the Assign to me button to assign a problem to your User record.

Escalation

...description...

Resolution

...description...

Closure

...description...

SLA not breached for some tickets

Initialize the ITSM task

To create a task, enter the follow the steps below:

To enter the creating task form, select the Create New option creating form.


Initializing → In progress → Completing

State Model

...description...

State / TicketIncidentProblemChange RequestRequest Template
Registered✓✓✓✓
Authorization

✓✓
Assigned✓✓

Scheduled

✓
In Progress✓✓✓✓
Postponed✓✓

Information Needed✓


External Processing✓


Completed✓✓✓✓
Rejected by User✓

✓
Post Implementation Review

✓
Closed✓✓✓✓
Known Error
✓